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Many customer experience (CX) programs fail quietly.
They produce activity, not impact. Improvement, not transformation. Real transformation requires addressing the structural, organizational, and operational realities of an organization.
In CX: The Hard Way, Tim Sharman draws on more than two decades of experience to explain why CX programs struggle-and what it actually takes to make them work.
At the same time, artificial intelligence promises to transform customer experience-but also introduces new risks: inflated expectations, fragile trust, and novel ways to disappoint or even unsettle customers.
The book introduces an AI-CX Interaction Architecture, outlining the governance structures organizations need for effective AI-enabled customer experience.
This is not a book of shortcuts. It is a clear-eyed account of what it takes to build customer experience programs that are effective-and the hard choices organizations must be willing to make.
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